Reshift, Greenville, SC Videos

Employee Experience is getting a lot of buzz, and that's a good thing. After all, 𝐢𝐭'𝐬 𝐲𝐨𝐮𝐫 𝐞𝐦𝐩𝐥𝐨𝐲𝐞𝐞𝐬 𝐰𝐡𝐨 𝐜𝐫𝐞𝐚𝐭𝐞 𝐯𝐚𝐥𝐮𝐞 𝐟𝐨𝐫 𝐲𝐨𝐮𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬, 𝐚𝐧𝐝 𝐢𝐭'𝐬 𝐲𝐨𝐮𝐫 𝐩𝐞𝐨𝐩𝐥𝐞 𝐰𝐡𝐨 𝐜𝐫𝐞𝐚𝐭𝐞 𝐲𝐨𝐮𝐫 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞. At reshift we think 𝐭𝐡𝐞 𝐦𝐨𝐦𝐞𝐧𝐭 𝐢𝐬 𝐫𝐢𝐠𝐡𝐭 𝐭𝐨 𝐭𝐮𝐫𝐧 𝐭𝐡𝐞 𝐥𝐞𝐧𝐬 𝐨𝐟 𝐝𝐞𝐬𝐢𝐠𝐧 𝐢𝐧𝐰𝐚𝐫𝐝 and focus on creating the supportive systems, processes and technology that make your people engaged, committed, creative and happy at work. 𝐄𝐦𝐩𝐥𝐨𝐲𝐞𝐞 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐃𝐞𝐬𝐢𝐠𝐧 𝐜𝐚𝐧 𝐡𝐞𝐥𝐩 𝐚𝐝𝐝𝐫𝐞𝐬𝐬 𝐭𝐡𝐞𝐬𝐞 𝐭𝐡𝐨𝐫𝐧𝐲 𝐜𝐡𝐚𝐥𝐥𝐞𝐧𝐠𝐞𝐬: 😴 Low engagement or satisfaction scores 🔄 High employee turnover 💰 High cost of talent acquisition or difficulty attracting top talent 🤕 Increased absenteeism, safety incidents and health insurance 📉 Damage to brand image 🐢 Lower productivity 🚫 Lack of innovation within the enterprise 😤 Decreased customer satisfaction These are all issues that can be effectively addressed through an 𝐢𝐧𝐭𝐞𝐧𝐭𝐢𝐨𝐧𝐚𝐥 𝐟𝐨𝐜𝐮𝐬 𝐨𝐧 𝐢𝐦𝐩𝐫𝐨𝐯𝐢𝐧𝐠 𝐭𝐡𝐞 𝐞𝐧𝐯𝐢𝐫𝐨𝐧𝐦𝐞𝐧𝐭 𝐚𝐧𝐝 𝐬𝐮𝐩𝐩𝐨𝐫𝐭𝐢𝐧𝐠 𝐭𝐨𝐨𝐥𝐬 𝐚𝐧𝐝 𝐬𝐲𝐬𝐭𝐞𝐦𝐬 𝐭𝐡𝐚𝐭 𝐲𝐨𝐮𝐫 𝐩𝐞𝐨𝐩𝐥𝐞 𝐧𝐞𝐞𝐝 𝐭𝐨 𝐝𝐨 𝐭𝐡𝐞𝐢𝐫 𝐛𝐞𝐬𝐭 𝐰𝐨𝐫𝐤. #EmployeeExperienceDesign #CX #DesignThinking #ChangeManagement

We talk about "Big Change," because that's what it takes to get to #Innovation. It takes significant shifts in systems, products & services, processes, tech, how people work, etc., etc. If you want to innovate and drive big change, there are four things I'd say you need to keep in mind and make part of how you do the work: Be people-centric and do not lose focus of who you are serving (customers, patients, employees, etc.) and who inside and outside the organization will be involved in delivering value those people you're serving. Embrace diversity: Make sure your team is as diverse as possible (different backgrounds, functions, perspectives, etc.) and intentionally include people outside your go-to circle of resources - if including someone who seems like they don't 'fit' you're getting warm! Iterate, iterate, iterate. At almost every step of a Big Change project you'll develop things you think are 'right' - challenge statements, insights, solutions, all 'the things.' They are not 'right' until you've validated them with the people closest to the problem - ideally with those you're serving. To do Big Change you need to inspire the team and stakeholders outside the team. Set a bold vision and be pragmatic as you go through the process, building support from the top down and bottom up. There are certainly more elements to driving Big Change. Innovation is most certainly a combination of art, science, grit, inspiration, luck and vision. You'll need a lot of all those things to be successful, but if you know something big needs to change or if there's a huge opportunity out there and you want to be the one to tackle it, start with these are good starting mindsets. #BigChange #DesignThinking #HumanCenteredDesign #ChangeManagement

Artificial Intelligence (AI) seems to be on everyone's lips these days. At reshift we are technology optimists and we're embracing AI to help us be better at our craft. I recommend these 𝐭𝐡𝐫𝐞𝐞 𝐯𝐞𝐫𝐲 𝐬𝐢𝐦𝐩𝐥𝐞 𝐰𝐚𝐲𝐬 𝐲𝐨𝐮 𝐜𝐚𝐧 𝐬𝐭𝐚𝐫𝐭 𝐮𝐬𝐢𝐧𝐠 𝐀𝐈 to help you do better work: 𝐔𝐬𝐞 𝐀𝐈 𝐟𝐨𝐫 𝐫𝐞𝐬𝐞𝐚𝐫𝐜𝐡 - The easiest way to leverage AI is for researching a topic much in the way you are accustomed to researching with your favorite search engine. Instead of writing a few small keywords, 𝐰𝐫𝐢𝐭𝐞 𝐲𝐨𝐮𝐫 𝐬𝐞𝐚𝐫𝐜𝐡 𝐪𝐮𝐞𝐫𝐲 𝐚𝐬 𝐢𝐟 𝐲𝐨𝐮 𝐰𝐞𝐫𝐞 𝐭𝐚𝐥𝐤𝐢𝐧𝐠 𝐭𝐨 𝐬𝐨𝐦𝐞𝐨𝐧𝐞. The trick is learning how to enter your prompts in a way that efficiently gets you to your answer. 𝐖𝐫𝐢𝐭𝐞 𝐰𝐢𝐭𝐡 𝐀𝐈 - Have you ever gotten stuck getting started or somewhere in the middle of writing something? 𝐓𝐡𝐢𝐧𝐤 𝐨𝐟 𝐀𝐈 𝐚𝐬 𝐚 𝐰𝐫𝐢𝐭𝐢𝐧𝐠 𝐜𝐨𝐦𝐩𝐚𝐧𝐢𝐨𝐧 that you can ask the help you formulate your thoughts. This can be a huge time-saver by helping you either expand or condense your content. 𝐔𝐬𝐞 𝐀𝐈 𝐚𝐬 𝐲𝐨𝐮𝐫 𝐬𝐜𝐫𝐢𝐛𝐞 - There are many free AI tools you can use to automatically take meeting notes that do an excellent job recording, transcribing and summarizing your conversation. Getting consent from your meeting participants is important (very few people object). For me 𝐭𝐡𝐞 𝐛𝐢𝐠𝐠𝐞𝐬𝐭 𝐛𝐞𝐧𝐞𝐟𝐢𝐭 𝐢𝐬 𝐛𝐞𝐢𝐧𝐠 𝐚𝐛𝐥𝐞 𝐭𝐨 𝐞𝐧𝐠𝐚𝐠𝐞 𝐟𝐮𝐥𝐥𝐲 𝐢𝐧 𝐭𝐡𝐞 𝐜𝐨𝐧𝐯𝐞𝐫𝐬𝐚𝐭𝐢𝐨𝐧, knowing that my trusty AI note taker is catching every detail. These three examples are easy ways

Customer experience has been a focus of many business leaders for quite some time. But employee experience (EX) is a different story. And, while the link between CX and EX is well understood (happy employees make happy customers and vice verse), companies have only just started investing in developing the capabilities needed to intentionally DESIGN employee experience like they have for CX. Employee experience design can help you tackle challenges like low employee engagement or satisfaction scores, high turnover, difficulty attracting top talent, as well as issues like employee wellbeing, burnout and sense of belonging that can quietly push your best people out the door. Here are some things leaders can do to start establishing an employee experience design (EXD) capability: Select an EX leader: The leader needs to understand how the company interacts with its employees, how things get done across organizational boundaries, and have the relationships and authority to engage people across the organization. Build your EX team: EX requires a cross-disciplinary team that is assembled based on the project scope and scale. Involve representatives from those parts of the organization that impact the specific employee journey the most. Provide space to learn: Get the team trained up on the key skills needed for experience design and set them loose on an initial challenge area. Give ample time for them to test their new skills on one or two focused projects and make team learning a top measure of success. Get expertise and experience: There is no substitute for experience, so if you do not have internal expertise that is both interested and available to dive into employee experience, get help from external experts. Building a new capability is no easy endeavor, but leaders need only look to the positive results that came from investing in CX to see the potential rewards. What kinds of experience design work are you doing? What is your company doing to make your ex

One of the reasons #DesignThinking has gotten so much bad press lately is because too many people have been doing "𝐝𝐞𝐬𝐢𝐠𝐧 𝐭𝐡𝐞𝐚𝐭𝐞𝐫" instead of the real thing. That is, holding big off-site workshops, replete with sticky notes, play-doh prototypes and 60 whole minutes of design research, and then shutting things down within weeks of the workshop once the hard work of testing to learn starts. 𝐃𝐞𝐬𝐢𝐠𝐧 𝐭𝐡𝐢𝐧𝐤𝐢𝐧𝐠 𝐢𝐬 𝐨𝐧𝐥𝐲 𝐚𝐬 𝐠𝐨𝐨𝐝 𝐚𝐬 𝐭𝐡𝐞 𝐩𝐞𝐨𝐩𝐥𝐞 𝐮𝐬𝐢𝐧𝐠 𝐢𝐭 𝐚𝐧𝐝 𝐭𝐡𝐞 𝐨𝐫𝐠𝐚𝐧𝐢𝐳𝐚𝐭𝐢𝐨𝐧 𝐬𝐮𝐩𝐩𝐨𝐫𝐭𝐢𝐧𝐠 𝐢𝐭. It's not for every problem. Neither is lean six sigma, nor a randomized control trial. But, just like those methods design thinking needs to be done right, guided by experienced practitioners if needed, and given the time to yield results. This is one reason we are careful to 𝐬𝐩𝐞𝐧𝐝 𝐚𝐦𝐩𝐥𝐞 𝐭𝐢𝐦𝐞 𝐮𝐩𝐟𝐫𝐨𝐧𝐭, at the start of a project, 𝐩𝐫𝐞𝐩𝐚𝐫𝐢𝐧𝐠 𝐤𝐞𝐲 𝐬𝐭𝐚𝐤𝐞𝐡𝐨𝐥𝐝𝐞𝐫𝐬 𝐟𝐨𝐫 𝐰𝐡𝐚𝐭'𝐬 𝐭𝐨 𝐜𝐨𝐦𝐞. It is essential to prepare key stakeholders, especially organizational leadership, that innovation and #BigChange is a squiggly, iterative process that takes time. #Innovation #ServiceDesign #ExperienceDesign

Why should non-designers be included in the design process? Well, it's pretty simple: the people closest to the customer - those delivering the services and products at different touchpoints throughout the customer's journey - they know best how to improve the design of the experience. In fact, the days of creating products and services as discreet components and then hoping they come together in a seamless experience for the customer are way in the past. Or, at least, they should be. The design team needs to be comprised of members representing key areas across the customer journey. In this recent article (https://www.linkedin.com/feed/update/urn:li:activity:7136346608807415808/) we articulate some of the key aspects of building an #CustomerExperience or #EmployeeExperience team. Amongst those aspects "Typical design teams consist of a dedicated lead, a few dedicated teammates, and several more extended team members who represent functions or other teams on a part-time basis." So, when you are ready to take on that #EX or #CX project, make sure to include a cross-functional team with representatives from key points in the customer's journey. Ensure they have adequate time budgeted to participate at the appropriate level. Then let them go and do good work! #HumanCenteredDesign

Collaboration. It's a social endeavor and a specific mindset is required for people to engage in productive, creative collaboration. When you're working with other people (and, that's what collaboration is all about), and when you're solving a challenge involving other humans (and, that's almost always the case), I find these three components of your mindset to be very helpful: 🤗 Be human-centric. Consider both the people you are designing for and with, and how be intentional about putting their needs at the center of your focus. Of course you must satisfy the business needs as well, and your solutions need to be technically and operationally feasible, but putting the needs of customers and key stakeholders first is how you unlock new value and find those elusive innovative solutions. 👀 Seek diversity of thought. It is all too easy to get locked into seeing the world through your own eyes and be convinced that your view is right. True collaboration, however, is all about drawing out the perspectives of the group and establishing a shared understanding at each step of the collaborative process. Using open-ended questions like "what do you think?" or "what is missing?" to draw in participation helps tap into the wisdom of the crowd. 👍🏼 Work with humility. Embrace the idea that everything is a prototype - your observations, perspectives, ideas, etc. - and that these all need to be validated, first with your teammates, then with external stakeholders. If you feel strongly about something, open your mind to take the opposite perspective. You'll almost always learn more that way. These are not the only components of a collaborative mindset, but, when I am deep in collaboration with others I frequently revisit these touchstones in my mind to keep my ego in check and to make sure I'm contributing my best to the team. What are your go-to components of a collaborative mindset? #Collaboration #Innovation #CreativeProblemSolving #DesignThinking #HumanCenter

Who should actually "do design" within an organization?
Who should actually "do design" within an organization? At the risk of offending degreed designers (bring on the comments!), I see design as a 𝐬𝐨𝐜𝐢𝐚𝐥 𝐩𝐫𝐨𝐜𝐞𝐬𝐬 𝐰𝐢𝐭𝐡𝐢𝐧 𝐨𝐫𝐠𝐚𝐧𝐢𝐳𝐚𝐭𝐢𝐨𝐧𝐬. Yes, non-designers should be doing design! At least when it comes to designing across multiple organizational touchpoints - intentionally creating experiences that people will remember in a positive light - design should involve a diversity of perspectives and disciplines. For leaders who are looking to improve their customer experience, employee experience, etc., it's important to take this multi-disciplinary approach. It helps in the following ways: - It brings 𝐝𝐢𝐯𝐞𝐫𝐬𝐢𝐭𝐲 𝐨𝐟 𝐭𝐡𝐨𝐮𝐠𝐡𝐭 to the process, providing more robust and diverse input at critical steps of the design process. - Soliciting active involvement at different stages of the design process helps to 𝐜𝐫𝐞𝐚𝐭𝐞 𝐛𝐮𝐲-𝐢𝐧 𝐚𝐧𝐝 𝐛𝐮𝐢𝐥𝐝 𝐦𝐨𝐦𝐞𝐧𝐭𝐮𝐦 for the implementation stage. Getting key decision makers, implementers and management involved at the right time can be incorporated as a core part of your change management strategy. - Ultimately, having representatives who have intimate knowledge of the moments and interactions across the customer's or employee's journey involved in design results in a 𝐦𝐨𝐫𝐞 𝐞𝐟𝐟𝐢𝐜𝐢𝐞𝐧𝐭 𝐚𝐧𝐝 𝐟𝐚𝐬𝐭 𝐝𝐞𝐬𝐢𝐠𝐧 𝐩𝐫𝐨𝐜𝐞𝐬𝐬. I will be the first to admit, getting the composition of the design team 'right' is more of an art than a science. It takes some experimentation. You can't have everyone involved all the time. But, you can include representatives from different departments and functions, at the right moments, and for the appropriate reasons (to contribute ideas, to critique, to make decisions, etc.

Customer Journey Mapping. Maybe you've heard of it. But are your teams using this simple, yet powerful technique? It can help you go from talking about being customer-centric, to actually being customer-centric. Journey mapping is a way to see the world from the perspective of the type of person you are serving - for example a customer, employee or other key stakeholder. It helps you not only understand their perspective, but also provides a way to diagnose where pain points are, what your customer's core goals or jobs-to-be-done are. What I really think is powerful about this tool is that you can create a useful journey map in under an hour with just the 'data' that is in the heads of your team. It can help develop a shared understanding based on the collective perspectives of a group. This can help your team align on where to focus efforts to make things better. There are different approaches to journey mapping, many templates and guides you can find easily on the interwebs. If you want to chat about using journey mapping for your team, I'd be happy to schedule a chat and advise you on how to get started. #CustomerJourneyMapping #ExperienceDesign #ServiceDesign #Innovation #EmployeeExperience

Over the coming weeks we are diving into the world of #ExperienceDesign and I wanted to share our view on what it is and how it can create a lasting competitive advantage for organizations. 𝐖𝐞 𝐚𝐥𝐥 𝐤𝐧𝐨𝐰 𝐰𝐡𝐚𝐭 𝐠𝐨𝐨𝐝 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐥𝐨𝐨𝐤𝐬 𝐥𝐢𝐤𝐞 (I mention the Apple Store experience, but there are many other examples - what's your favorite?). And, I think 𝐰𝐞 𝐡𝐚𝐯𝐞 𝐚𝐥𝐥 𝐡𝐚𝐝 𝐦𝐢𝐬𝐞𝐫𝐚𝐛𝐥𝐞 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞𝐬 (think airport security; truly a miserable experience in most cases). The thing is, 𝐧𝐨 𝐩𝐞𝐫𝐬𝐨𝐧 𝐰𝐚𝐧𝐭𝐬 𝐛𝐚𝐝 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 and, equally, 𝐈 𝐝𝐨𝐧'𝐭 𝐭𝐡𝐢𝐧𝐤 𝐚𝐧𝐲𝐨𝐧𝐞 𝐰𝐚𝐤𝐞𝐬 𝐮𝐩 𝐚𝐧𝐝 𝐬𝐚𝐲𝐬 "𝐈 𝐰𝐚𝐧𝐭 𝐭𝐨 𝐠𝐨 𝐦𝐚𝐤𝐞 𝐬𝐨𝐦𝐞𝐨𝐧𝐞'𝐬 𝐥𝐢𝐟𝐞 𝐦𝐢𝐬𝐞𝐫𝐚𝐛𝐥𝐞 𝐭𝐨𝐝𝐚𝐲!" That's just not how it works. The power of Experience Design is the ability to 𝐭𝐚𝐤𝐞 𝐚 𝐬𝐭𝐞𝐩 𝐛𝐚𝐜𝐤 𝐟𝐫𝐨𝐦 𝐲𝐨𝐮𝐫 𝐨𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬, 𝐭𝐡𝐞 𝐰𝐚𝐲 𝐲𝐨𝐮 𝐜𝐮𝐫𝐫𝐞𝐧𝐭𝐥𝐲 𝐩𝐫𝐨𝐯𝐢𝐝𝐞 𝐲𝐨𝐮𝐫 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬 or products, and take stock of 𝐡𝐨𝐰 𝐲𝐨𝐮𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐟𝐞𝐞𝐥𝐬 as they go through the process of interacting with your company. We've seen it over and over again, once people understand how they can make the customer happy, they, in turn, feel more satisfied. There's a 𝐯𝐢𝐫𝐭𝐮𝐨𝐮𝐬 𝐜𝐲𝐜𝐥𝐞 𝐨𝐟 𝐢𝐦𝐩𝐫𝐨𝐯𝐞𝐝 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐚𝐧𝐝 𝐡𝐢𝐠𝐡𝐞𝐫 𝐞

About 12 years ago there was a major "aha" moment in my learning journey as a facilitator. It was the moment I realized that the humble Post-it Note was a LOT more than just a tool to put reminders on your desk or monitor. One of the most powerful uses of the Post-it is to use them as data points. By that I mean each note captures one idea, thought or concept with just enough words so others can understand your thought. Then, you can move those data points - those Post-it notes - around, organize them in groups, recognize patterns, etc. Each note then becomes a key tool in the "social technology" of #DesignThinking as Jeanne Liedtka so elegantly described. Post-its are also a way to give everyone in a group a voice. This is so incredibly simple, yet enormously powerful for group interaction. Take a subject - for example brainstorming who key stakeholders are on a project - and give everyone a deck of 3x3 inch Post-its and a Sharpie (we encourage a marker so people write only enough so others can understand). Give everyone 5 minutes to write down as many stakeholders they can think of. Then, have each person share out their stakeholders, explaining why each is a stakeholder. In this way everyone gets a voice in the process. It helps to democratize the collaboration process and minimize the loud voices overpowering the more quite. Take another look at that humble Post-it deck on your desk. It's a powerful collaboration tool. Give it a try in your next meeting. You'll be surprised how it changes the conversation and helps to tap into the collective wisdom of your team. #HumanCenteredDesign #Collaboration #Facilitation

'tis the season for strategic planning and setting vision. Are you all set? If so, that's a good thing and should be celebrated. If not, grab some helpful information and tools. If you are a leader responsible for your organization's future direction this is a great time of year to revise your vision and strategy. Often, getting outside facilitation helps you get alignment and results much more efficiently - and with less stress on you and your team. But, if you do-it-yourself, we have guidance in our article "How to Create a Documented Strategy That Works" (link in comments). You can also download our Vision Toolkit from the link in the article. Need help developing vision and strategy before end of year? Reach out to us at [email protected] or just DM me here on Linkedin. We can quickly assess your situation and get you a right-sized solution so you start 2024 on the right foot. #Vision #StrategicPlanning #LetsMakeBigChange #OrganizationalDevelopment #Culture

The roots of what is now known as Design Thinking go back to the 1960s, but the term entered the business lexicon with gusto in the mid- to late-2000s. After a good couple decades of growth, experimentation. adoption, critique and, now, the decline of the iconic design firm IDEO , people are asking "Is Design Thinking dead?" My answer: NOPE! What do you think? #DesignThinkingIsNotDead #DesignThinking #HumanCenteredDesign #Innovation

Amsterdam's Schiphol airport has amazing security experience
What is Experience Design anyway? Well, just take a look at these contrasting designs of an experience that many of us are all too familiar with. Since the first time I waked through Amsterdam airport's redesigned security area, I have been using it as an example of #HumanCenteredDesign done right. I show a comparison of it to Denver's airport, which I had the displeasure of going through earlier this week. What do you notice? Which experience would you rather have? Which of these looks more efficient? What about the people working security, which ones do you think are more satisfied with their jobs, more engaged, feel more like they're helping their fellow humans? Here's the point: unfortunately most experiences are not designed AT ALL. They are the result of a siloed approach to implementing some form of a process. Often these experiences are bits and pieces of technology and people strung together, with no fundamental thinking about the people on either side of the experience (the customers and the employees). This is a graphic example of how vastly different the same experience can be. And if you're wondering what the chicken processing photo is about, well, that's how I felt earlier this week in the Denver airport. Like a chicken being processed! Come on people, we can do better than this for our fellow humans! What's your example of good or poor experience design??? #ExperienceDesign #CustomerExperience #EmployeeExperience #HumanCenteredDesign #schipholairport #denverairport

IBM's Project Monocle demonstrates value of design research